Product Support Engineer

Workiva

. Support customers by providing technical and functional expertise over the phone, via chat, and through ticket management .

Posted 9/30/2026full-timeRemote • Netherlands, United KingdomJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical and functional expertise in customer support, with proficiency in troubleshooting complex issues and managing customer inquiries effectively. Capable of utilizing SQL, Python, and JavaScript for problem-solving while maintaining high communication standards across various platforms.

Highest-signal resume keywords

Customer-Facing Technical SupportSQL and Relational Database ConceptsSaaS Platform SupportZendesk FamiliarityPython or JavaScript Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLPythonJavaScriptApplication SupportDatabase SupportTroubleshootingAPI FamiliarityJSON UnderstandingSystem Log InterpretationKnowledge Base Management

Soft Skills

Strong Communication SkillsProfessionalismProblem-SolvingMentoringMulti-Tasking

Tools & Technologies

ZendeskMicrosoft Office SuiteAI-Assisted Support Tools

Industry Keywords

Customer SupportTechnical SupportService Level AgreementsTicket ManagementSaaS

Tech Stack

Tools & technologies

JavaScriptPythonSQL

About the role

Key responsibilities & impact

Support customers by providing technical and functional expertise over the phone, via chat, and through ticket management
Manage customer inquiries within required time frames in accordance with support SLAs
Troubleshoot and resolve complex customer issues using the technology stack, prior experience, and self-guided research
Maintain professionalism and establish positive rapport during customer interactions
Link, author, and edit Workiva knowledge base content to improve self-service resources and ticket deflection
Capture ticket notes, document activities, and manage tickets clearly and concisely
Work with Customer Success, Professional Services, and subject-matter-expert groups to solve broader problems and identify proactive improvements
Act as the point of contact for support where required
Contribute to scoped team projects
Assist with mentoring new hires, interns, or junior engineers

Requirements

What you’ll need

Undergraduate degree or equivalent professional experience in a related role
2 years or more of experience in customer-facing product and/or technical support
Intermediate application or database support experience
Strong communication skills with experience supporting customers across email, phone, and ticketing systems
Previous experience supporting a SaaS platform
Ability to understand system logs and reports and troubleshoot code
Familiarity with Zendesk
Ability to meet established timelines and service level agreements
Ability to troubleshoot and facilitate problem-solving through insightful questions
High competence in the Microsoft Office Suite
Ability to multi-task and manage changing priorities
Strong knowledge of SQL and relational database concepts
Familiarity with APIs, authentication methods, JSON, and common integration patterns
Experience interpreting application logs, API responses, error messages, or code-level information
Familiarity with AI-assisted support tools and practical understanding of large language models
Proficiency in Python or JavaScript to read logs and trace errors
Occasional public holiday coverage and overtime hours may be required during peak volume seasons
Reliable internet access for any period of time working remotely

Benefits

Comp & perks

Flexible work arrangements
Reliable internet access for periods working remotely
Occasional public holiday coverage and overtime hours may be required during peak volume seasons
Minimal travel expected